Case Study: Scenarios

Tell me about a time you had to go beyond your comfort zone and personal limits to satisfy an unhappy customer.

Question 5How did you go above and beyond the call of duty when dealing with a customer?

The importance of respecting the client’s dignity and worth is so that he/she can have their concerns attended to and understood. This attention to their concerns assures the client’s well-being by feeling respected allowing an easier way to

You are representing the company that you work for and are the first point of contact, so customers will respond to how they are treated from the first person that they speak to, if they are treated in an un friendly manner they will possibly change their view on the company maybe change their mind and take their business else where. If they are treated with respect and answered in a professional and efficient manner they will feel at ease and confident to do business and hopefully continue to do good business with the company and also recommend your customer services to other potential customers.

The client experiences cannot be completely monitored and analysed. Our company follows the following steps to ensure that quality of our client services are effective.

One client that we had got so angry that we would not assist her that she decided that she would urinate on the floor in the bathroom. Although I cannot prove that the motive was because we denied her assistance, I am sure that it was because she went in the bathroom after we denied her and no one else used it after her and she was very angry. Another client decided that she would argue with one of the staff members because we wouldn’t give her a bus ticket. She said that she was told to come back at the beginning of the month to receive some bus tokens. However when we ask the case manger that the lady said told her this she stated that she never even seen the client before. My thought to this is that that some people just don’t see the big picture, we may not be able to assist you know but you may need us in the future so why would you do something like that.

My client began opening up about her childhood and has expressed to me that even though they were financially well off things were no better, emotionally it was a roller coaster. When she was young and was kept from seeing her father, there was continuous fighting between the two parents and this was usually over the children or the child support money. Even though there were other siblings and at one time they were close, but something changed which interfered with their opportunity to bond as siblings are suppose to.

of what I would experience as a client, unsure of how I would react or what I would disclose

Benlow points out, "being a customer means being driven by simple and personal desires… and ultimately demanding that those desires be met" (141). When being a customer you are always right, the process will be shifted for your individual desire, you use the quickest/easiest route, and you are encouraged to be passive. When being passive, "we pay for someone else's work,

Though I like to think that I won’t have any issues concerning boundaries like the ones mentioned in the text such as duel relationships, or attraction for or from the client, I know that this can happen. I would love to say that these will not be an issue for me but then who knows what the future holds. I would like to think that I

issues that the client may not even realize were an issue or that they were not seeking help with. It

First time meeting with HV was interesting because by the end of our visit I was able to rule out my assumptions. Prior to meeting with clients I like to read up on their files. Having access to a file gives workers a glimpse into a client’s life. However, it is important to still explore a client because fully understanding someone involves communication but also physical interaction (face to face). Since HV was a new client, access to his file was not an option. There was only a name with no face. I was told to explore the client and reach out immediately. Not only did I not have file access to the client I was also informed of a possible language barrier. Before meeting this client he was already perceived as a “difficult” client. I was concerned about the communication level. I also had knowledge that he was a Hispanic male. There are many stereotypes based on the Hispanic male population. The term “macho man” is commonly used phrased to describe the pride and the toughness of a Hispanic male. I automatically linked the term and stereotype to the client and assumed he would give me a hard time while receiving my services because receiving help lessens a form of strength and integrity for some individuals. As I engaged with the client he was able to give me insight about himself. Everything I thought was not exactly true and I was able to start assessing and building a rapport with the client.

There are issues of confidentiality, understanding what’s in the client’s best interest, the rights of the client, and using the techniques to best assess the client. It is also important to maintain a professional relationship with clients.

There is very poor customer satisfaction, service and focus. The client realised that the project was in trouble and requested that the division general manager and his entire staff visit the customer’s plant for progress and a ‘get well’ report. Instead the division general manager sent Reichart, the project manager, and four line managers to visit the customer. The situation deteriorated to such an extent that the customer assigned a representative to Reichart’s department to be ‘on site’ and provide constant updates and problem identifications.

client will simply find someone else. Nerveless being reliable in any case will always gain you respect.